Business Hours: Half-Day Holidays & Holiday RepetitionNot planned
We've come across the following limitations of business hours which we'd like to see improved on:
- Work hours can only be set in 0.5 hour intervals. Our office hours end at 17:45.
- Holidays are full days. Here in Switzerland businesses close 1 hour earlier the day before a Holiday. Also, there's half-day Holidays.
- Some holidays repeat every year. We cannot define repeating holidays but instead have to set them every year.
As we're pretty much asking for the flexibility of a calendar, it might be easiest if you allowed that the user connects a calendar (like Microsoft Calendar or Google Calendar) with Zendesk. Entries in that calendar are treated as business hours.
Thank you everyone for continuing to share your needs for this. Unfortunately, this is not on our roadmap for this year, so I will leave the status as Not Planned for now. It's possible we'll prioritize this in the future, as it's really all down to customer demand.
This year we've prioritized investments in other areas, such as SLAs. Next month we're launching Group SLAs at Relate, and then later the ability to apply SLAs to more interactions, with new SLA target types, and the ability to customize existing ones.
Thanks again for your continued feedback, it's really appreciated.
Thanks for the feedback, Sebastian!
We're interested to hear from other users as well if you have similar needs.
Yes! its ridiculous that holidays do not allow you set the hours, please improve schedules to include this functionality.
For example our office closes at lunch on Friday for Christmas lunch, I am now forced to alter our business hours instead of setting holiday to start from 1pm, which I will need to set a reminder for myself to correct before next Friday.
Come on Zendesk, pretty simple...
It would be very helpfull if we can set specific opening times for some days of the year. Like for example on December 24th, we will close earlier than a normal week day.
+1. Yes we also would like to have this function because sometimes the teams only need to work half due to public holiday
+1 we need this feature as well.
+1 - Count us in. We definitely need this functionality.
+1 to this as well
Totally agree. We also need holiday business hour function.
+1 on the holiday scheduling by hours/half-day
Are there any updates on this request?
At the moment, we are unable to automate our holiday schedule for regional holidays.
We have 3 'tiers' of support hours: Global (04:00 - 20:00 ET), Advanced (08:00 - 20:00 ET) and Foundation (09:00 - 17:00 ET). Our customers are supported within these hours based on the support tier they have purchased, regardless of their location.
However, our regional offices are closed for certain holidays that are not observed by other offices. For example, our UK office closes for Good Friday and Easter Monday but the US office does not. Because holidays can only be entered for the full day on a schedule, we can't enter these as holidays and need to manually adjust each of our business hours schedules on the week of the holiday (e.g, when the UK office is closed, we need to set the Global business hours to 09:00 - 20:00 ET)
I should be able to enter a holiday that accounts for the UK office being closed. I want to be able to say that on Monday 5th April that there is a holiday from 04:00 - 09:00 ET. This would allow me to set up all of our company's holidays for the year in advance, and automate our response emails to inform customers that our offices are closed when they submit tickets.
Currently, this is a manual task to update the schedules which is extremely impractical.
+1 on holiday hours and being able to change the schedule in quarter-hour increments. We do weekly, hour-long staff meetings and want our phones to shut off 15 minutes early so that our agents have that time to wrap up the calls and chats they are on before the meeting starts. As it stands, we currently have to have them shut off a half-hour early and that's 15 minutes of answering calls that we're losing out on.
+1 on holiday hours too! We also have different shifts around the world, so blocking out a holiday at the 'day' level isn't granular enough. We'd love to see the ability to set these hourly. At the moment as above we're forced to edit the global business hours for this reason - which then also means we can only hop in and update them less than a week in advance.
Thank you everyone for the feedback, please keep it coming, it's truly valuable to us. I'm pleased to share one improvement that's rolling out in the next week or so and that is the ability to set Schedules in 15 minute increments in admin settings, rather than the previous 30 minute increments.
While we don't have other enhancements planned for this year, we periodically review feedback like this, and re-assess our priorities quarterly. Thanks again.
+1 to being able to link a Schedule to a Calendar to define holidays.
It would be amazing to have the option to link to a team calendar to identify working ours and Out-of-Office, such as what's available via Google calendar.
We would like to have the possibility to add a holiday once and then apply it to several of our brand (like a matrix). Currently we need to add the same holiday (e.g. Christmas or Easter Monday) to each brand separately.
+1 - Count us in. We definitely need this functionality, especially the possibility to add a holiday once and then apply it to several of our brand (like a matrix). Currently we need to add the same holiday (e.g. Christmas or Easter Monday) to each brand separately.
We have to manage 9 different CEE countries and such a function would be really useful!
Is there any update on this request?
We have mid-day holidays, and it would be really great to be able to differentiate fixed date for a holiday like 25 December that could set up only once from variable date like Easter Friday that changes every year.
It would really be a major improvement.
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